ITSM Knowledge Content & Quality Assurance Manager

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

Defra's DDTS team seeks an ITSM Knowledge Content & Quality Assurance Manager to drive the Knowledge Management strategy across the ITSM practice, ensuring content is accurate, searchable and actionable. You will lead content governance, improve knowledge quality and support the expansion of automation and AI-enabled solutions within ServiceNow, while mentoring 1–2 HEO colleagues.

This high-visibility role shapes how knowledge is created, managed and consumed across the organisation to support

Qualifications

• Knowledge Management experience and governance.
• Line management responsibility for 1–2 HEO colleagues.
• Strong leadership, stakeholder engagement and change management skills.

Responsibilities

• Drive the Knowledge Management strategy and improve knowledge quality.
• Support expansion of automation capabilities within ServiceNow and AI-enabled solutions.
• Embed content design standards and governance across the organisation.
• Ensure knowledge remains a strategic asset that supports operational performance.

Job description

ITSM Knowledge Content & Quality Assurance Manager

Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

Digital, Data, Technology and Security (DDTS) is the trusted team for digital across the entire Defra Group.

We have around 1000 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.

Find out more about DDTS:

Defra digital, data and technology blog

LinkedIn

Defra Jobs

We are Government Digital and Data Candidate Information Pack V3 - 1

Shape the Future of IT Service Management Knowledge, Automation and AI

We have an exciting opportunity for an experienced Knowledge Management professional to join the ITSM Knowledge Management Practice Office within Group Infrastructure & Operations (GIO).

As we continue our transformation towards a user-centred service model, this role will be instrumental in driving the next phase of our Knowledge Management strategy. You will support the ITSM Knowledge Management Lead with improving knowledge quality, content governance and service adoption, while supporting the expansion of automation capabilities within the ServiceNow platform and the integration of AI-enabled solutions.

You will work on the implementation of the Knowledge Roadmap, embedding content design standards, driving governance and assurance activities, and ensuring knowledge remains a strategic asset that supports operational performance. The role includes line management responsibility for one to two HEO colleagues and requires strong leadership, stakeholder engagement and change management skills.

This is a highly visible role that offers the opportunity to influence how knowledge is created, managed and consumed across the organisation, ensuring colleagues and customers have seamless access to accurate, searchable and actionable information.